BOXXE LIMITED

boxxe Cisco Full Stack Observability

Full-Stack Observability by Cisco moves beyond domain monitoring into full-stack visibility, insights, and actions, transforming siloed data into actionable insights that provide shared context for your IT teams, giving you the power to prioritise your actions so you can deliver flawless customer experiences that drive revenue while accelerating digital transformation.

Features

• Modern application monitoring of cloud native applications
• Application Monitoring of hybrid and traditional applications
• Customer Digital experience, dependencies and business impact
• Application Dependency monitoring including Internet and cloud network performance
• Cost and resource optimisation on prem and in public cloud
• Application Security, active identification and vulnerability blocking
• Collect Metrics and Data, perform Analytics
• Bring to life with visualisations/dashboards.
• Monitor/alert on deviation from normal behaviour for Business
• Monitor/alert on deviation from normal behaviour for Technical KPIs.

Benefits

• Cost optimisation across Application, Network, Infrastructure & security
• Real-Time visibility across full stack of data across digital experience
• Dramatic reduction in MTTI & MTTR across multiple teams
• Unsurpassed correlation of business impact to reduce operational support costs
• Automated Root cause analysis using ML & AI

£634 a unit a year

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@boxxe.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

660535844196487

Contact

Gemma Franklin
07704551950
tenders@boxxe.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Automated Root cause analysis using ML & AI
• System requirements: System Requirements are available at cisco.com

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Initial Response and Acknowledgement: Urgent: 1h, High: 6h, Normal: 1d, Low: 2d
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: AppDynamics offers two levels of support: Standard and Premium. Standard support offers 24/7 coverage via a web access. The response time SLAs per this plan are as follows: •One hour for urgent calls •Six hours for high impact calls •One business day for normal calls Premium support adds on phone support for critical calls and the following SLAs for response times: •30 minutes for urgent calls •Three hours for high impact calls •One business day for normal calls AppDynamics Premium support customers also have access to the following enhanced services: •Designated Support Experience Manager •Priority Ticket Routing •Escalation and Issue Management •Ticket Review Meetings •Special Event Coverage •Managed Controller Upgrades
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Education, self driven web based trainings, instructor led trainings
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Via our DEXTER Tool at https://developer.cisco.com/codeexchange/github/repo/Appdynamics/AppDynamics.DEXTER or via APIs: Via API's: https://docs.appdynamics.com/22.4/en/extend-appdynamics/appdynamics-apis#AppDynamicsAPIs-apiindex
• End-of-contract process: If License(s) expire, buyer loses access to AppDynamics Controller and associated data if license lapses. Data can be exported prior to this happening. Buyer loses real-time Monitoring of Application Stack and beyond.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The AppDynamics mobile app provides a fast and reliable way to access and share time sensitive, critical information as quickly as possible. The mobile app provides detailed information about Health Rule violations or detected anomalies that you can use to target and identify event causes quickly and easily anywhere, anytime.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: AppDynamics provides a Tenant to collect, store, analyse, and baseline the performance data collected by agents and a UI to view and manage the information. You access the AppDynamics Tenant UI through a URL that uses your Account name. Each Tenant has a distinct set of users, reporting agents, and application monitoring configuration
• Accessibility standards: None or don’t know
• Description of accessibility: AppDynamics is accessible using web browsers and/or mobile app
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: The AppDynamics APM Platform exposes various APIs for customising and extending its features on the platform-side, which are served by the Controller and Events Service, and on the agent-side. Full description of the API's: https://docs.appdynamics.com/22.4/en/extend-appdynamics/appdynamics-apis#AppDynamicsAPIs-apiindex
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users can customise AppDynamics in multiple ways: UI views, reports, dashboards, monitoring configuration, build custom monitoring etc.

Scaling

• Independence of resources: AppDynamics runs on AWS and scales on demand (this has been verified in our SOC2 report). AppDynamics Controllers can support tens of thousands of agents reporting millions of metrics per minute. AppDynamics helps large organisations around the world run and manage their highly distributed and complex applications, at scale, every day. AppDynamics Operations team maintains, monitors, and evaluates current processing capacity and use of system components (infrastructure, data, and software) to manage capacity demand and to enable the implementation of additional capacity to help meet its objectives.

Analytics

• Service usage metrics: Yes
• Metrics types: N/A
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Cisco

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Via API's: https://docs.appdynamics.com/22.4/en/extend-appdynamics/appdynamics-apis#AppDynamicsAPIs-apiindex
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats: Other
• Other data import formats:
  • JSON
  • API
  • Infrastructure-as-Code tooling, orchestration/automation tooling

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: N/A
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 99.5% - normal aggregate SaaS availability of 99.99%
• Approach to resilience: Global Infrastructure: We deliver a highly available, scalable service designed to meet your needs for performance and data residency via regional data centres. ; ; High-Availability Architecture: We employ multiple layers of redundancy to ensure that the SaaS environment is available 24x7. Our ability to fail over locally in seconds means you are unlikely to ever notice any downtime.; ; Follow-the-Sun Support: Our experienced customer support engineering team is available 24x7 to deliver superior customer service across any geographic region, in respective time zones, following the sun.; ; Scalable Architecture: To support the rapid evolution of our service and provide you with the best experience possible, we use Infrastructure as a Code (IaC). Our SaaS architecture is built to scale to ensure that you have the metrics you need to manage your application and business performance.; ; Service Uptime: AppDynamics commits to maintaining an uptime availability of at least 99.5% and aggregate uptime across all instances of the SaaS environment regularly achieves 99.99% over any given month.
• Outage reporting: AppDynamics send notification email for the detected outage and when service is available again. ; ; AppDynamics accounts portal shows Current status, ; Past 90 days uptime and downtime, ; Incidents and maintenance reports,; Planned maintenance events

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: The AppDynamics platform requires the use of individual user accounts to maintain the integrity of audit trails. User and group management is centralised using single-sign-on (SSO) systems and access to systems is subject to management approval. Detailed information is available via our documentation: https://docs.appdynamics.com/21.5/en/appdynamics-essentials/account-management/tenant-user-management/external-authentication-providers/saml-authentication/configure-basic-saml-authentication
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 10/08/2020
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: Yes
• Who accredited the PCI DSS certification: Lazarus Inc
• PCI DSS accreditation date: 22/02/22
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: SOC 2

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: AppDynamics’ privacy controls are examined at least once a year by a qualified and independent third-party auditor as part of AppDynamics’ SOC 2 Type II audit. Audit reports are available to customers upon request, as well as potential customers under NDA. We have received a SOC 2 attestation covering security, privacy, confidentiality, and availability since 2014.; ; The GDPR reinforces existing data protection principles in the European Union (EU) and expands legal protections and privacy rights for EU citizens. A cross-functional effort between our privacy and product teams has led to many product enhancements designed to make it simple for our customers to use our products and SaaS service in compliance with GDPR.; ; Our privacy policy reflects our commitment to protecting personal data. It provides details on the type of personal information we collect, how we store it, how we use it, and what rights individuals have and how to exercise them.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: AppDynamics employs a defence-in-depth strategy for network security including the use of perimeter, host-based, and web-application firewalls, physical segregation of development and production environments, and network access control lists between subnets. Firewall configurations are maintained under change management and are reviewed regularly.; ; AppDynamics' change management process is aligned with industry standards such as SOC 2, ISO, and NIST. All changes to AppDynamics Information Systems in production environments, including network and other infrastructure, are authorised, tracked, tested, and monitored. Where AppDynamics utilises configuration management or infrastructure-as-code, changes undergo peer code review prior to being deployed.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: AppDynamics follows a risk-based methodology leveraging relevant industry standards, such as CVSS, to prioritise security issues based on their impact severity and likelihood of exploitation. AppDynamics aims to release patches or remediate an issue in a reasonable period of time commensurate with the results of the risk assessment. Generally, higher-impact issues will be prioritised and fixed sooner than lower-impact issues. The exact amount of time required to fix a vulnerability, however, is unique to each finding and depends on a set of factors, including the complexity of the issue, the number of components impacted, and any third-party dependencies.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: N/A
• Incident management type: Supplier-defined controls
• Incident management approach: AppDynamics adheres to and is supported by Cisco's business continuity policies and procedures. Cisco has a global incident management plan in place, as well as incident management teams at the executive, global, regional, and local levels that oversee and ensure seamless, secure business flow of Cisco and its subsidiaries. These teams make and direct strategic decisions based on input from the functional team representatives. The incident management teams have functional representatives from more than 17 different groups within Cisco (including AppDynamics' Security team).

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  boxxe is committed to supporting environmental protection and improvement and to delivering and influencing environmentally conscious solutions to address the critical issue of climate change, focusing on achieving net zero greenhouse gas emissions and influencing all stakeholders towards environmental protection and improvement. ; Our latest Carbon Reduction Plan, available on our website confirms we are carbon neutral across all sources of emissions through investing in the Carbon Exchange-Traded Commodity. We aim to reach Net Zero by 2050 at the latest through emissions reduction initiatives e.g. renewable electricity procurement and supplier engagement.; Environmental protection is embedded in everything boxxe does and offers and we are proud to have been named as a finalist in the Best Value Chain Initiative category at the CRN Sustainability in Tech Awards 2024. ; We maintain an accredited ISO 14001 Environmental Management System covering the entire scope of our business, and our goal is to be recognized as the UK’s most sustainable IT reseller and service provider.; boxxe is committed to adopting, promoting, and implementing the principles of a Circular Economy and have developed a Circular Management Plan which articulates our strategy for waste minimisation and the enhancement of material reuse and recycling in our operations and the products we supply. This underscores our dedication to environmental stewardship, resource efficiency, and sustainable growth, driven by innovative and accountable resource and waste management practices.; We ensure that our supply chain is aware of and understand our environmental policies and we work with them to manage and continuously improve their environmental performance. We prioritise the purchase of recycled, recyclable, or re-furbished products and materials where these alternatives are available, economical, and suitable.; We conform to WEEE regulations and seek to sustainably reduce, reuse, and recycle, to ensure we and our customers minimise the impact of IT waste on the environment.

  Covid-19 recovery

  The COVID-19 pandemic fundamentally changed boxxe’s ways of working, leading us to implement a fully remote workforce to maintain customer service and operational functionality during the crisis. This transition enabled us to develop and implement a "Work from Anywhere in the UK" policy. By allowing our employees to work from any location, we have broadened our recruitment reach, enabling us to attract the best talent regardless of their geographic location. This approach has reduced barriers to inclusion, enhanced employee retention, and supported a healthier work-life balance. Additionally, remote recruitment strategies have allowed us to target candidates from areas particularly impacted by Covid-19, thereby positively contributing to their local economic recovery.; Recognising the significant skills shortages highlighted by the pandemic within the IT industry, we have taken proactive steps to retain and enhance our workforce's capabilities. We encourage continuous training and development in our employees' respective fields of expertise. Experienced staff and external specialists provide mentoring, offering a hands-on learning experience that ensures the effective application of newly acquired skills. Moreover, we are committed to inspiring the next generation by inviting local youth to experience the day-to-day life of our tech teams and organising regular hackathons and think tanks for soon-to-be graduates, providing them with career guidance.; Building on our pandemic experiences, we have developed a robust business continuity plan, ensuring that we are well-prepared to maintain uninterrupted service in the event of a similar crisis. It is worth noting that during the height of COVID-19, our strategies allowed us to maintain seamless business

  Tackling economic inequality

  boxxe is committed to addressing disparities in employment, skills, and pay within our workforce and across our supply chain. Our ‘Work from Anywhere in the UK’ policy allows us to recruit the best talent regardless of their geographic location, removing barriers to inclusion, improving retention, and promoting a healthier work-life balance. By enabling staff to work remotely, we foster collaboration and create more equitable opportunities for all potential and current boxxe employees.; To address the skills shortages in tech industry, we invest in our staff’s continuous in-work skills development, facilitating career progression and helping retain talent. All staff have access to on-demand learning opportunities, available irrespective of role or seniority. We provide funding for a variety of training programs: specialist vendor/industry accreditations and professional qualifications. Experienced staff provide mentoring, ensuring that newly acquired skills are applied effectively.; We are dedicated to maintaining a robust and diverse supply chain by actively supporting SMEs, startups, and specialist suppliers. We invite these partners to collaborate with us, providing them with a route to market and guidance on best practices in industry and environmental, social, and governance (ESG) standards. Moreover, we have created the boxxe Community, where every employee can contribute 11½ days each year to support community and social value activities. We prioritise a local-first approach to giving, ensuring that support reaches grassroots charities and local causes where it is needed most. This includes our involvement in the 'Graduation to Employment' programme where experienced personnel volunteer to provide career coaching to university graduates.; Through the boxxe Academy, we offer apprenticeships and seasonal internships to encourage the next generation into IT. We welcome interns and apprentices to our customer service, HR, service delivery, and service delivery teams, providing them with all-round experience to kick-start a career in tech.

  Equal opportunity

  Equal opportunities, and our dedication to DEI are rooted in our mission to Making Tech Human.; boxxe is committed to a workforce that reflects diverse populations with the skills to drive a compassionate and inclusive culture and a genuine sense of belonging. We embed inclusivity, celebrate uniqueness, and foster collaboration to eradicate inequalities in employment, skills, and pay in our workforce and our supply chain.; Recruitment is focused on inclusivity and fairness, encouraging diversity in ethnicity, gender, sexuality, and socio-economic backgrounds by anonymising our candidates, concentrating on the alignment of their skills and experience, reducing conscious or unconscious bias. Our Competency Framework gives employees clear guidance on progression and developing the necessary competencies for higher level roles, integrating both technical and behavioural aspects in a Skills Matrix, and mapping out potential career paths. We offer online training and invest in our staff’s professional qualifications. Our annual pay review maintains market-aligned salaries, and we are a certified Real Living Wage employer. We offer enhanced, inclusive family policies including maternity, parental, and fertility-treatment paid leave. ; We hold Flexa accreditation and operate a ‘Work from Anywhere in the UK’ policy which enhances accessibility for candidates facing barriers to inclusion, bolsters retention and facilitates a healthier work-life balance. We are a Level 1 Disability Confident Committed employer, aiming to achieve Level 2 by 2025. We actively address underrepresentation, particularly women in tech, and racial inequality as a founding member of Technology, Community for Racial Equality. We are proud of our advancement of female leadership, recognised at the CRN Women & Diversity in Channel Awards 2023. Our involvement with the Stonewall Diversity Champions reflects our dedication to LGBTQ+ allyship. ; As a silver accredited Armed Forces Covenant member, we work to help create employment opportunities for ex-service personnel and support staff who are military reservists.

  Wellbeing

  boxxe’s Wellbeing Strategy, built on direct feedback from our employees, reflects our dedication to prioritising our workforce’s mental, physical, social, and financial wellbeing. This holistic approach recognises the importance of a comprehensive support system for overall health, satisfaction, and effectiveness of the workforce. We adhere to the Mental Health at Work Commitment and incorporate elements from the Thriving at Work guidance, despite being an organisation of less than 500 employees. This includes tailored mental health support, financial advice and low interest support loans, an EPA, occupational health support, and counselling services provided in-house by Mental Health First Aiders.; We champion a healthy workplace environment through the Mindful Business Charter, which emphasises removing unnecessary stress and promoting mental wellbeing with strategies including smart meetings, respecting rest periods, and mindful delegation. This charter serves as a guideline for all employees on small, practical changes to safeguard personal and colleague health.; To encourage open discussions about health, we foster a supportive culture where physical and mental health issues can be openly discussed, creating a safe space for employees to express concerns. We encourage our staff to participate in the boxxe Community programme, which has been shown to positively impact physical and mental wellbeing.; Our proactive engagement with the workforce includes regular wellbeing surveys, specialised training for managing stress at work, and comprehensive health benefits that cover physical and mental resources. We promote active lifestyles through incentivised physical activities, and we maintain health and safety standards in line with our ISO 45001 accreditation. We ensure wellbeing extends to our supply chain through our Supplier Code of Conduct, emphasising the importance of ethical standards and worker health and wellbeing, demonstrating our dedication to fostering a culture of health and wellbeing across all facets of our operations.

Pricing

• Price: £634 a unit a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Available at cisco.com
• Link to free trial: https://www.cisco.com/c/en/us/solutions/full-stack-observability.html#~customer-testimonials

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@boxxe.com. Tell them what format you need. It will help if you say what assistive technology you use.